Related
It seems quite a few people have had questions about getting a replacement phone due to a dust issue on an original rooted phone. Here is my experience:
I called HTC and began the replacement process, but did not mention my phone was rooted. Three days later I received another Nexus One with no battery and no battery cover. My observations on the differences between the old phone and the new phone can be found here: http://forum.xda-developers.com/showthread.php?t=655966
I removed the battery cover and battery from my original phone and shipped it to HTC in Texas with the packaging and shipping label they supplied.
Approximately 5 days later (today), I received an email from HTC saying "We have completed our diagnostic tests. To review the results and confirm this quotation please visit our service site." I went to the site and there was an option to pay a $196 service fee or to pay $28 for the return shipment of my original phone (without any servicing).
I called up HTC to find out more information. The service representative pulled up my file and immediately asked me if my phone had been rooted. I had little choice at this point so I said my phone had indeed been rooted. The representative told me my options are to:
a) Pay the $196 to replace the motherboard in the phone (does this mean Goolge/HTC also do not know how to relock the bootloader?), keep the replacement phone they sent, and not receive back my original phone. This is the worst case scenario where I pay $196 to get a brand new replacement N1 with no dust issue.
b) Pay the $28 shipping charge to return my old phone, and return the replacement phone. This would bring me back to square one, with having my original rooted phone with the same dust issue.
c) Pay the $28 shipping charge to return my old phone with the same dust issue. Now I would own two full priced N1s, one that is brand new, and a second that still has a dust issue.
Most importantly, and my only hope really for coming out on top, the representative mentioned that I should call back tomorrow before 5PM EST and speak to a supervisor that has the ability to declare that rooting the phone has no impact on the dust manufacturing issue, and I could keep the replacement phone at no charge. The representative said that there is a 50/50 chance the supervisor would do this.
If the supervisor will not honor the warranty and let me keep the replacement phone for no charge, I will just return the replacement phone, get my old phone back, disassemble the phone, clean the dust out and reseal the phone with RTV or something similar.
I will call them up again tomorrow and report back what happens.
It has been difficult to resist rooting the replacement phone.
UPDATE: Through the help of a google employee, I was pointed towards this form: http://google.com/support/android/bin/request.py?contact_type=refund
If you start a ticket with this form, the Google sales team will work to help resolve voided warranty issues from an unlocked bootloader when exchanging or servicing the N1 due to a manufacturing defect.
I called HTC today and they said I was no longer going to be charged $196 because of my unlocked bootloader, and my warranty would be honored. The representative on the phone seemed to have no idea why the ticket status had changed.
I am very pleased with the outcome, and give many thanks to the Google employees that go out of their way to support their loyal customers. It is nice to know that the passion we have for Android is acknowledged and supported by the Google team.
Time to root the new N1.
I wonder if they make a distinction between rooting and an unlocked bootloader?
Because it is possible to un-root. So for other people returning phones, they could un-root, and if they ask if it's rooted, they could say no.
Paul22000 said:
I wonder if they make a distinction between rooting and an unlocked bootloader?
Because it is possible to un-root. So for other people returning phones, they could un-root, and if they ask if it's rooted, they could say no.
Click to expand...
Click to collapse
Valid point, but I think the issue is voiding the warranty by unlocking the bootloader.
How do you expect HTC to honor a warranty which you clearly and willingly voided?
JD914 said:
How do you expect HTC to honor a warranty which you clearly voided willingly?
Click to expand...
Click to collapse
Welcome to XDA.
I don't necessarily expect HTC to honor my voided warranty, but I am optimistic that HTC will fix my $580 defective phone from a manufacturing defect that is in no way related to rooting.
Like the representative I spoke with said, there's about a 50/50 chance it will work out. No harm in trying.
Interesting.
I think it's kind of crappy that unlocking the bootloader voids your hardware warranty too. I mean, if your phone has an obvious physical defect like this, completely unrelated to the firmware, then they should honor the warranty.
Comon, HTC, be reasonable! There is dust under the screen and nothing else is bad! That is obviously not related to rooting in any way. $196 to replace the motherboard? Yeah right! More like press a button on the computer and relock it.
i don't know if he is still around here anymore, but swetland works for google, and when the n1 came out, he was going to be an advocate for us, and if you were having obvious manufacturing defects (such as dust under the screen), he could pull strings to get it fixed for you.
i say pm him, and see if you get a response.
GldRush98 said:
Interesting.
I think it's kind of crappy that unlocking the bootloader voids your hardware warranty too. I mean, if your phone has an obvious physical defect like this, completely unrelated to the firmware, then they should honor the warranty.
Click to expand...
Click to collapse
They should but in the real world they don't have to and more than likely wont. Most people don't, but if you read the literature that comes with electronic devices you'll see why they do what they do as far as warranties go.
And this is why I keep saying repeatedly, stop sending your device back people. A few specs of dust isn't worth the hassle. Just sent it back at 364 days. THEN it's worth it.
Paul22000 said:
And this is why I keep saying repeatedly, stop sending your device back people. A few specs of dust isn't worth the hassle. Just sent it back at 364 days. THEN it's worth it.
Click to expand...
Click to collapse
I had excessive dust, more than 30 specs.
irishrally said:
I had excessive dust, more than 30 specs.
Click to expand...
Click to collapse
30 specs?
The only way it'd be worth it to send it back is when you have so much dust you can't even COUNT the specs.
Paul22000 said:
30 specs?
The only way it'd be worth it to send it back is when you have so much dust you can't even COUNT the specs.
Click to expand...
Click to collapse
No, dust is really annoying and is frustrating to have considering the price we paid for this thing. The more HTC has to refurbish, the more they learn their lesson and make sure that no dust gets in.
OP, get back to us and let us know what happens
Good news - this issue has been resolved and will be charged nothing for my rooted phone with dust defect exchange. See OP for details.
Many thanks to the dedicated Google team that supports their loyal customers.
irishrally said:
Good news - this issue has been resolved and will be charged nothing for my rooted phone with dust defect exchange. See OP for details.
Many thanks to the dedicated Google team that supports their loyal customers.
Click to expand...
Click to collapse
Congrats!
Any chance you can update the link in the OP?
It's linked as "google.com/support/android/bi...ct_type=refund" with the dots, which leads to a dead page of course
Paul22000 said:
Congrats!
Any chance you can update the link in the OP?
It's linked as "google.com/support/android/bi...ct_type=refund" with the dots, which leads to a dead page of course
Click to expand...
Click to collapse
Thanks. OP updated.
JD914 said:
How do you expect HTC to honor a warranty which you clearly and willingly voided?
Click to expand...
Click to collapse
Here in the US, a warranty termination because of a any fine print violation will not stand up in court unless the warranty violation had a direct impact on a defect in question. Automakers have tried that kind of bologna with aftermarket parts, and they've failed. They can't refuse to honor a warranty just because a car was serviced by others, and they can't refuse to warranty an alternator because someone put on an aftermarket exhaust system, unless they can prove that those actions had a direct impact on the defect.
This does not mean HTC is obligated to bail someone out who has bricked their phone, but hardware issues like dust under the digitizer or faulty microphones or the like clearly can't be tied to unlocking the bootloader. I expect HTC or any other company to honor the laws wherever their products are marketed, and it seems that's exactly what they are doing.
I hope this ends your confusion, and really wish more slack was allowed by some for people who unlock the boot loader and then end up with hardware issues requiring service.
attn1 said:
I hope this ends your confusion, and really wish more slack was allowed by some for people who unlock the boot loader and then end up with hardware issues requiring service.
Click to expand...
Click to collapse
I hope someone figures out how to re-lock the bootloader.
I'm really suspicious about the rooting voiding your warranty. I mean you paid damn near 577 for the device..well i know I Did... Why can't you root your own ****..its known as a google dev phone if I'm wrong correct me..But isn't android open source? why can't we try and help it be a better Operating system? They want us to sit on 2.1 until google puts something out? Why not dev with our phones and help google help itself? I mean damn... I could see if you were under a contract with tmobile..but I bought my phone brand new unlocked for the full price give me some damn use of my phone..
I unlocked the bootloader, but i am currently have problems with hardware of phone. Is there a way to reverse the unlocking of the bootloader and restore the phone to factory settings.
No there is no way to remove the unlock. What type of problems are you having?
My touchscreen is stuttering and becomes unresponsive. I have tried using apps like touchscreen booster but does nothing.
hjd17 said:
I unlocked the bootloader, but i am currently have problems with hardware of phone. Is there a way to reverse the unlocking of the bootloader and restore the phone to factory settings.
Click to expand...
Click to collapse
As stated you cannot remove the unlock, it burns a fuse in the hardware that cannot be undone. You can flash a stock ROM through RSD but read all precautions because you can set yourself up for a brickable device later on but i wont madder if you return it. If you flash the stock ROM it wont say unlocked anymore in the bootup. If you can you want to return it through your carrier and not Motorola since most carriers send you a replacement before you send your phone back. Moto wants it upfront and they take 10-5 days to return it.
I called ATT Warranty. They are sending me a replacement phone, but they said if the phone is not under warranty they will charge me 399 for the phone. So if i restore the phone to factory so that it doesn't say unlocked. They will still be able to inspect the hardware and determine its an unlocked phone.
reverse unlocking? You mean locking?
I recently had a replacement phone shipped out. I should be getting it soon. I too was nervous about sending back my phone with an unlocked bootloader...I mean, it IS broken and broken in ways totally unrelated to bootloader, etc. But I knew there was no way for us to relock, so I figured it would be useless to them as well and I'd get hit with a fee. The lady that placed my order on the phone said that any "modding" I had done in the spirit of Android was okay and they flash it anyway. But again, I knew the bootloader couldn't be relocked...
So I got online again and chatted with an ATT rep, and told him my bootloader was unlocked. He asked "so you're phone is rooted?" So I'm not quite sure he knew what I was talking about...but he also told me Google recently started requiring Carriers and stuff to accept any phones that had any modifications, so I confirmed numerous times with him that the unlocked bootloader won't be a problem and I won't get a fee - as long as there's no water damage or extreme physical damage, no fee.
I'll admit, I'm still very nervous about what could happen...If I get a fee I'm gonna poop my pants. I have a bad feeling this guy was full of crap, HOWEVER if there's a fee I'm gonna argue it until I die because of what he said, the lady on the phone said, and because NO WHERE in the exchange terms does it say anything about unlocking the bootloader. In fact, even when we unlocked it said it MAY void warranty (didn't say it would for sure )
Hopefully this helps some of you in your hunt for answers...it helped clear up some of my worry, but I until I send that thing back and can confirm there's no charge, I'm gonna be shaking in my boots.
thebeardedchild said:
I recently had a replacement phone shipped out. I should be getting it soon. I too was nervous about sending back my phone with an unlocked bootloader...I mean, it IS broken and broken in ways totally unrelated to bootloader, etc. But I knew there was no way for us to relock, so I figured it would be useless to them as well and I'd get hit with a fee. The lady that placed my order on the phone said that any "modding" I had done in the spirit of Android was okay and they flash it anyway. But again, I knew the bootloader couldn't be relocked...
So I got online again and chatted with an ATT rep, and told him my bootloader was unlocked. He asked "so you're phone is rooted?" So I'm not quite sure he knew what I was talking about...but he also told me Google recently started requiring Carriers and stuff to accept any phones that had any modifications, so I confirmed numerous times with him that the unlocked bootloader won't be a problem and I won't get a fee - as long as there's no water damage or extreme physical damage, no fee.
I'll admit, I'm still very nervous about what could happen...If I get a fee I'm gonna poop my pants. I have a bad feeling this guy was full of crap, HOWEVER I'm gonna argue it until I die because of what he said, the lady on the phone said, and because NO WHERE in the exchange terms does it say anything about unlocking the bootloader. In fact, even when we unlocked it said it MAY void warranty (didn't say it would for sure )
Hopefully this helps some of you in your hunt for answers...it helped clear up some of my worry, but I until I send that thing back and can confirm there's no charge, I'm gonna be shaking in my boots.
Click to expand...
Click to collapse
I found this on the ATT website. It doesnt mention anything about software modification will void warranty from att.
http://www.att.com/esupport/article.jsp?cv=820&sid=KB64687#fbid=Cw9E1Or62fz
More proof:
Please wait for a chat representative to respond.
Welcome to AT&T Chat. My name is 'Roderick Brown' and I’ll be happy to assist you today.
XXXXX XXXXX: I have an outstanding RMA on my current phone.
XXXXX XXXXX: but my question is that I have made software modification to the phone.
Roderick Brown: Ok, I will need to transfer you to our warranty department Mr. Dharia.
XXXXX XXXXX: okay
XXXXX XXXXX: thank you
Roderick Brown: Were there any technical issues I can assist you with today before I transfer you?
XXXXX XXXXX: nope
XXXXX XXXXX: just question on warranty
XXXXX XXXXX: and RMA
Roderick Brown: Have a good day, please hold for the transfer.
Please wait while I transfer the chat to the appropriate chat representative. Please be patient as someone will be with you shortly.
Welcome to AT&T Chat. You are now chatting with 'Jessica Tobben'
Jessica Tobben: Hello How are you today?
Jessica Tobben: I see you have some questions for me here in warranty is that correct?
XXXXX XXXXX: yes
Jessica Tobben: How may I help you today?
XXXXX XXXXX: i called today to request a replacement phone for my existing motorola atrix
XXXXX XXXXX: the current phone is in excellent condition but has a hardware failure related to the touchscreen
Jessica Tobben: Alright
XXXXX XXXXX: i have made some software modification to the phone. will that result in att not honoring the warranty.
XXXXX XXXXX: http://www.att.com/esupport/article.jsp?cv=820&sid=KB64687#fbid=Cw9E1Or62fz
XXXXX XXXXX: according to that site the phone does not have any physical damage or water damage
Jessica Tobben: If the phone has no physical or liquid damage, and is still under the 1 year warranty, unlocking the phone does not void the warranty.
XXXXX XXXXX: okay so i shouldnt worry about att charging me for a replacement phone
Jessica Tobben: That is correct, as long as the phone has no physical or liquid damage.
XXXXX XXXXX: thank you
Jessica Tobben: You are very welcome any other questions?
XXXXX XXXXX: nope thats about it
XXXXX XXXXX: u answer all my questions and concerns
Jessica Tobben: We value you as a customer with AT&T and we appreciate your business. Thank you for visiting AT&T Live Support Chat. It has been my pleasure to assist you today, please click the close button to end your session. A customer satisfaction survey will automatically appear and we appreciate your feedback.
Jessica Tobben: Have a great day
XXXXX XXXXX: you too
Good to see you got mostly the same response. The only thing iffy about that was that maybe she meant unlocking the sim or whatever, to use on different carriers or something?
According to US law involving warranties (not word for word but I've dealt with this kind of lawsuit when it came to a car I used to own and modified while it was under warranty):
In order for a modification, not sanctioned by the warranty provider, to invalidate a warranty on any consumer good, the modification must be found, without a doubt, to be the underlying cause of the problem for which the warranty is being claimed.
Basically; the actual process of unlocking your bootloader would have to cause damage to your phone in order to void the warranty. There's no way at&t could prove that
Did you back up your pds partition as suggested before flashing your phone? I'm guessing not, and is probably the reason you're in this position...
Sent from my MB860 using Tapatalk
If you read about unlocking the bootloader you should know that you cant lock it back up. The least you could do before sending it in is to make sure you have a stock kernel and radio.
I voided my warranty.
thebeardedchild said:
Good to see you got mostly the same response. The only thing iffy about that was that maybe she meant unlocking the sim or whatever, to use on different carriers or something?
Click to expand...
Click to collapse
She said unlocking the phone won't void the warranty as long as there is no physical or liquid damage to the phone..
Jessica Tobben: If the phone has no physical or liquid damage, and is still under the 1 year warranty, unlocking the phone does not void the warranty.
XXXXX XXXXX: okay so i shouldn't worry about att charging me for a replacement phone
Jessica Tobben: That is correct, as long as the phone has no physical or liquid damage.
Click to expand...
Click to collapse
This is really good to know..
Mac
unlocking the phone to an atnt phone rep could mean sim unlocking
pukemon said:
unlocking the phone to an atnt phone rep could mean sim unlocking
Click to expand...
Click to collapse
I am not sure if she meant sim unlocking. But the main thing to me is that as long as there is physical damage or water damage they will replace the phone.
pukemon said:
unlocking the phone to an atnt phone rep could mean sim unlocking
Click to expand...
Click to collapse
Yeah that's what I was getting at. Either way, I think there's enough reason to believe we'll be okay. And I agree, getting it on stock system, kernel and radio is important.. I imagine deleting recovery might be good as well.
Sent from my Motorola Atrix using the Premium XDA App
Just did the chat thing. They thought sim. When i said to confirm an unlocked phone so i could install APK's he said "Oh our internal memos we cant show you say we invalidate it right now". I closed the window. AN hour later I got a voicemail from a separate man saying to call him and work this out. Not calling.
andrew1234abc said:
Just did the chat thing. They thought sim. When i said to confirm an unlocked phone so i could install APK's he said "Oh our internal memos we cant show you say we invalidate it right now". I closed the window. AN hour later I got a voicemail from a separate man saying to call him and work this out. Not calling.
Click to expand...
Click to collapse
Wait what?
hjd17 said:
XXXXX XXXXX: i called today to request a replacement phone for my existing motorola atrix
XXXXX XXXXX: the current phone is in excellent condition but has a hardware failure related to the touchscreen
Jessica Tobben: Alright
XXXXX XXXXX: i have made some software modification to the phone. will that result in att not honoring the warranty.
XXXXX XXXXX: http://www.att.com/esupport/article.jsp?cv=820&sid=KB64687#fbid=Cw9E1Or62fz
XXXXX XXXXX: according to that site the phone does not have any physical damage or water damage
Jessica Tobben: If the phone has no physical or liquid damage, and is still under the 1 year warranty, unlocking the phone does not void the warranty.
XXXXX XXXXX: okay so i shouldnt worry about att charging me for a replacement phone
Jessica Tobben: That is correct, as long as the phone has no physical or liquid damage.
Click to expand...
Click to collapse
I think she's talking about unlocking the sim, I doubt a basic AT&T rep even knows what a bootloader is or that the Atrix has one...
does anyone know if they try flashing the phone back to stock? or do they just do a factory reset once they receive it?
cuz if they try flashing it back to stock and the bootloader is unlock, they'll brick it. which they won't be able to charge you since it wasn't you bricking it. I guess they'll assume something went wrong in the process.
either way, the two guys that send in their phones let us know how it went and if they charge you. cuz I really want to switch my phone (the screen is completely f***ed up) but can't switch because of the unlock bootloader and I can't afford a new one at the moment.
And seriously I wont feel bad if they brick the phone once i return it since they are charging us an arm and a leg for warranty then they put all their stupid bloatware that drives us to switch out the ROM, then to top it off they lock the bootloader that forces us to unlock it!!! voiding our warranty! but NO, charging us $500 for a phone wasn't enough for them. so seriously F**K EM'!
Hi All,
Can anyone help me here.
I had a Moto X Force, which has had it's bootloader unlocked.
I relocked it, but the "tamper" message in the bootloader was still present.
My Moto X Force was faced with the dreaded "GREEN LINE" hardware fault.
I had returned it for a screen repair, only to be told by Moto that my Warranty is VOID because of the unlocked bootloader.
They are now asking for £14.40 for the return of my item.
I have emailed them asking for a call back as it is a manufacture defect, nothing related to the software or bootloader.
At a lost here, even resorted to tweeting their Moto UK twitter account.
Any advice will be grateful.
Never buying anything but a Nexus device in the future.
UPDATE: Latest response from Motorola.
Thank you for contacting Motorola.
In addition to my colleague's previous e-mail, I would like to inform you that rooting might cause the device to stop working, disable important features and functionality, and even make the device unsafe to the point of causing you harm. Neither Motorola, nor your wireless carrier or retailer from whom you purchased the device, will be responsible for such damage. Once your phone is rooted, your device is no longer covered by the Motorola warranty, even if they appear unrelated to rooting the phone. You can find the warranty terms as a little foldable card in the box of your phone, or on our website.
I apologise that we can not help you any further regarding a repair.
I am now using resolver.co.uk to help me deal with this complaint.
Final Update - Sorted!
Motorola sent me an X code and I was able to create a new order on their website.
khan1989 said:
Hi All,
Can anyone help me here.
I had a Moto X Force, which has had it's bootloader unlocked.
I relocked it, but the "tamper" message in the bootloader was still present.
My Moto X Force was faced with the dreaded "GREEN LINE" hardware fault.
I had returned it for a screen repair, only to be told by Moto that my Warranty is VOID because of the unlocked bootloader.
They are now asking for £14.40 for the return of my item.
I have emailed them asking for a call back as it is a manufacture defect, nothing related to the software or bootloader.
At a lost here, even resorted to tweeting their Moto UK twitter account.
Any advice will be grateful.
Never buying anything but a Nexus device in the future.
UPDATE: Latest response from Motorola.
Thank you for contacting Motorola.
In addition to my colleague's previous e-mail, I would like to inform you that rooting might cause the device to stop working, disable important features and functionality, and even make the device unsafe to the point of causing you harm. Neither Motorola, nor your wireless carrier or retailer from whom you purchased the device, will be responsible for such damage. Once your phone is rooted, your device is no longer covered by the Motorola warranty, even if they appear unrelated to rooting the phone. You can find the warranty terms as a little foldable card in the box of your phone, or on our website.
I apologise that we can not help you any further regarding a repair.
I am now using resolver.co.uk to help me deal with this complaint.
I will keep this thread updated.
Click to expand...
Click to collapse
pay the money to get your phone back, then open a dispute with your credit card company.
Have you checked this out?
http://forum.xda-developers.com/showthread.php?t=1998801
asuhoops8628 said:
pay the money to get your phone back, then open a dispute with your credit card company.
Click to expand...
Click to collapse
I didn't buy it with a credit card, I bought the phone outright with my debit card.
I don't want to pay, as I feel no one will ever fix the phone. It is still faulty.
TycerX said:
Have you checked this out?
http://forum.xda-developers.com/showthread.php?t=1998801
Click to expand...
Click to collapse
Thanks for this. I read something similar from this reddit post, but nice to read a thread on xda.
https://www.reddit.com/r/Android/comments/2r8nqa/phones_with_warranty_friendly_rootbootloader/
In EU rooted phones do not loose vendors' warranty, but it is hard to enforce. You have been warned.
I'm about to go through exactly the same thing. Facing the green line issue as well (UK)
Elhrimnir said:
I'm about to go through exactly the same thing. Facing the green line issue as well (UK)
Click to expand...
Click to collapse
Did you unlock your bootloader? There's tools for moto style / pure to hide the tamper logo but none for the force yet. Hardly any development on this as the US cousin droid turbo 2's bootloader cannot be unlocked.
If you return this phone with your bootloader unlocked, they WILL void your warranty, relocking it isn't good enough.
I will keep this post updated with my experience, if I manage to get Motorola to honour their warranty I'm sure you would be able to.
Good luck.
I have also had issues with hardware and warranty. I bought an x force brand new and boxed from ebay only to find it would not recognise any sd card i put in it. I opened a request to return for repair under warranty but i made clear to them thai did not have a retail receipt but rather an invoice from the person i bought the phone. They got back to me a day later to inform me that warranty repair was not covered because i did not buy it in a shop and the shop or officialy recognised retailer reciept is all they would recognise. I have decided to keep the phone as is with 32gb storage. I do not use alot of storage and 32gb is ample for me but i am pissed at lenovo attitude because the phone is in warranty regardless of how i bought it. I just pray i dont get this green line situation that some people have been having as i will have to just suck it up and live with that also.
Companies have to realise they can't make up their own laws lol. You are in the right so keep up the fight!
Good news, they have offered to send me a brand new replacement, I will update everyone with the details as soon as it's confirmed! (don't want to rock the boat!)
So after an angry reply from me
This is utter nonsense, why was I not told this before sending the phone out.
My "retailer" is the Motorola store as I bough it directly from your site.
The fault on the phone is wide spread across these devices and well
documented online.
For your support team to not honour the warranty on a pre-existing fault on
such an expensive device is absolutely absurd.
I am familiar with the warranty terms, however I am also aware of my
statutory rights.
I will be seeking counsel as I believe I am being treated unfairly for
a manufacturer defect.
Click to expand...
Click to collapse
I received a response from them the next day.
I will have to check this matter with the relevant department in order to check if there is still something that we can do for you, however I can not promise anything yet.
Click to expand...
Click to collapse
That was on a Friday. The following week Monday I received my good news.
Thank you for your patience.
I am happy to inform you that the decision has been made to provide you with a replacement phone. We will send your Motorola phone to our repair centre in Germany so that an X-code can be created. With the X-code you can create your phone via our MotoMaker builder.
Please let us know if you wish to proceed.
Click to expand...
Click to collapse
2 Weeks later, and I was issued with an "X" Code which I could use to redesign my phone (chose the back colour to be Black over Red this time, as the Red gets dirty easily).
Ordered it immediately, and today I have received my new phone.
I was without my phone for 40 days, the issue had developed earlier, but I was unable to return it at that time.
Sufficed to say, I will not be rooting my phone this time round, with the hope that they will honour their 4 year warranty on this "shatterproof" screen if it ever gets damaged.
This will be my last ever Motorola phone, as this entire ordeal was just tiresome, I will be sticking to the Nexus range from now on.
TycerX said:
Have you checked this out?
http://forum.xda-developers.com/showthread.php?t=1998801
Click to expand...
Click to collapse
Thanks again TycerX for pointing out that thread, it really helped.
khan1989 said:
Did you unlock your bootloader? There's tools for moto style / pure to hide the tamper logo but none for the force yet. Hardly any development on this as the US cousin droid turbo 2's bootloader cannot be unlocked.
If you return this phone with your bootloader unlocked, they WILL void your warranty, relocking it isn't good enough.
I will keep this post updated with my experience, if I manage to get Motorola to honour their warranty I'm sure you would be able to.
Good luck.
Click to expand...
Click to collapse
I relocked the boot loader, and got it back to unmodified software status, and I managed to hide the tamper flag on the logo, however I assume the tamper flag is still buried in the phone somewhere. It's currently in 'awaiting component' status so I assume they're replacing the display rather than sending a new one.
Elhrimnir said:
I relocked the boot loader, and got it back to unmodified software status, and I managed to hide the tamper flag on the logo, however I assume the tamper flag is still buried in the phone somewhere. It's currently in 'awaiting component' status so I assume they're replacing the display rather than sending a new one.
Click to expand...
Click to collapse
How did you get the "unmodified software status" with a custom boot logo?
As soon as I flashed back the normal boot logo, it changed my software status to unmodified again.
khan1989 said:
How did you get the "unmodified software status" with a custom boot logo?
As soon as I flashed back the normal boot logo, it changed my software status to unmodified again.
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It was a right pain in the ass. I first had to re-unlock the bootloader, flash down to 5.1.1 to get unmodified software status, then update via ota to get back to 6 and keep the software status, then reflash 6 while relocking the boot loader (apparently the 5.1.1 software I had wasn't signed or something idk), and then flash the logo. I rebooted the boot loader and phone a few times to triple check and it all looked normal!
Elhrimnir said:
It was a right pain in the ass. I first had to re-unlock the bootloader, flash down to 5.1.1 to get unmodified software status, then update via ota to get back to 6 and keep the software status, then reflash 6 while relocking the boot loader (apparently the 5.1.1 software I had wasn't signed or something idk), and then flash the logo. I rebooted the boot loader and phone a few times to triple check and it all looked normal!
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Wow, that could work, as I was sent images of the bootloader highlighting the "modified" status from Motorola who received it from the phone repair company.
Well I was told immediately by Motorola that my phone was voided and they sent me an invoice to pay for handling fees, so it seems like your's has gone through.
Good luck :good:
khan1989 said:
Wow, that could work, as I was sent images of the bootloader highlighting the "modified" status from Motorola who received it from the phone repair company.
Well I was told immediately by Motorola that my phone was voided and they sent me an invoice to pay for handling fees, so it seems like your's has gone through.
Good luck :good:
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Thanks! Interesting that they decided to replace rather than repair yours though... I wonder if that was to get it back to unmodified status for any future repairs or something.
Elhrimnir said:
Thanks! Interesting that they decided to replace rather than repair yours though... I wonder if that was to get it back to unmodified status for any future repairs or something.
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I'm sure it was because I complained and had a pending case with resolver at the time.
Not sure if you have had your iasue sorted, but I was told to send my phone to SBE and it said awaiting component for about 3 weeks. Just this last week i contacted Motorala for an update and within a day they sent me an X code to get a new phone and scrapped my old phone.
Hi,
My wife has a 1 month old X force, which developed a problem where everything on the screen was green.
So it's gone back into the uk service centre and the first thing they've said is that the phone is rooted?! and now they want over £200 for it to be repaired as the warranty is now void.
We got them to check on the system and apparently the phone was rooted on the day of activation.
Now, this phone is not rooted, my wife uses it, she doesn't want anything other than how the manufacturer intended.
It 100% hasn't been modified, rooted, unlocked etc yet motorola claim that the IMEI number on their servers, show the phone as 'rooted'.
Can anyone think of an explanation to this? It seems absolutely absurd a 1 month old phone bought new from motorola directly has an issue like this?
You mean bl unlocked, right? Reboot and check is it really unlocked. If not, maybe someone just entered IMEI of your phone by accident. You should not lose warranty if you did not really unlocked your phone. Another crazy idea is that seller unlocked it or you bought open box and previous owner unlocked it.
Sent from my XT1580
Thanks for the reply.
The warranty center have the phone right now so i can't check things myself.
They've turned round now and said they'll fix the phone free of charge - but they have not, yet, said if the warranty still stands or if the phone is still 'rooted' (their words, they haven't mentioned anything to do with the bl yet)
The phone was made with the moto maker on their website, then shipped from china so the seller unlocked theory is a lesser likely one imo
I had recently rooted my moto g5 plus and due to battery issues had to relock the bootloader before taking it to the service center.
After examining the device, the service center asked me if it was rooted earlier to which I replied Yes and then they told me that the device has void its warranty since the device was rooted.
Now that I had relocked the bootloader, can I not claim the device warranty now?
Please show me a direction here.
22sumit said:
I had recently rooted my moto g5 plus and due to battery issues had to relock the bootloader before taking it to the service center.
After examining the device, the service center asked me if it was rooted earlier to which I replied Yes and then they told me that the device has void its warranty since the device was rooted.
Now that I had relocked the bootloader, can I not claim the device warranty now?
Please show me a direction here.
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I don't think you can get your warranty back. Some say that once you issue an unlock code, your warranty gets void even if you use the code to unlock bootloader or not. I do hope that you get your warranty back and get your phone fixed. Anyways, you could've just told them that it wasn't rooted
psychopac said:
I don't think you can get your warranty back. Some say that once you issue an unlock code, your warranty gets void even if you use the code to unlock bootloader or not. I do hope that you get your warranty back and get your phone fixed. Anyways, you could've just told them that it wasn't rooted
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My bad, I couldn't lie it to them coz they had evidence that the bootloader was unlocked earlier.
22sumit said:
My bad, I couldn't lie it to them coz they had evidence that the bootloader was unlocked earlier.
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Was it locked when you gave the phone to them?
I remember I had a Moto E2 which was running a custom ROM and the phone was in warranty and when it's speaker started going bonkers, I just flashed the fastboot ROM and locked the bootloader (I think so) and took it to service center and they fixed it for free. Actually, the speaker grill had accumulated some dust and that was interfering with the sound output so they opened the phone and cleaned the speaker.
psychopac said:
Was it locked when you gave the phone to them?
I remember I had a Moto E2 which was running a custom ROM and the phone was in warranty and when it's speaker started going bonkers, I just flashed the fastboot ROM and locked the bootloader (I think so) and took it to service center and they fixed it for free. Actually, the speaker grill had accumulated some dust and that was interfering with the sound output so they opened the phone and cleaned the speaker.
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Yes relocked it last night and flashed the stock fastboot images as well.
First they did the same in the holy name of software update and then finally giving up to the final conclusion that the battery needed replacement. I left the mobile with them until they told me on call that they'll be charging Rs 1500 for the replacement since the device was rooted. Sometimes even I think that had I lied to them, they might had considered replacing it at no extra cost.
22sumit said:
Yes relocked it last night and flashed the stock fastboot images as well.
First they did the same in the holy name of software update and then finally giving up to the final conclusion that the battery needed replacement. I left the mobile with them until they told me on call that they'll be charging Rs 1500 for the replacement since the device was rooted. Sometimes even I think that had I lied to them, they might had considered replacing it at no extra cost.
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I wonder what would changing the battery has to do with a fault on the screen?
psychopac said:
I wonder what would changing the battery has to do with a fault on the screen?
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It's actually a battery issue
I don't think you understand... you VOLUNTARILY gave up your warranty when the unlock code was issued, regardless of whether you actually unlocked the bootloader or not. You cannot "get your warranty back" in any way. Did you not read ANY of the multiple warnings when you unlocked your phone, it is presented very clearly at least 3 times before you actually commit to getting the code.
It depends on the country you live in. A company can't get you to accept something like that and make you give up a right given to you by law. Check your local consumer laws, you might still be able to get it fixed under warranty.
I know that in the EU, Australia, New Zealand etc a company cannot waive the rights of a user under the local consumer laws by just getting you to accept some stupid disclaimer.
syl0n said:
It depends on the country you live in. A company can't get you to accept something like that and make you give up a right given to you by law. Check your local consumer laws, you might still be able to get it fixed under warranty.
I know that in the EU, Australia, New Zealand etc a company cannot waive the rights of a user under the local consumer laws by just getting you to accept some stupid disclaimer.
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Most EU countries that is partially true, depending on your country, I will elaborate in a second... I was unaware there were similar laws in Australia or New Zealand...
The situation is quite complicated, at least in Germany, but most likely this applies to most EU countries. There are two different types of warranty. First, the manufacturer warranty / express warranty (Garantie), which is entirely voluntary and the manufacturer dictates its terms. Second, there is the implied warranty (Gewährleistung), which is regulated by law and exercised by the seller.
Under express warranty, manufacturers can decline any repairs easily because of unlocking, and they do that of course. However, under implied warranty, that isn't easily possible. In Germany, in the first 6 months after you buy the device, the seller has to prove that a fault is your own doing. Which is really hard, so you should be good to go even with unlocked bootloader. After the first 6 months, it is the opposite, you have to prove that a defect wasn't caused by you, which is again, really hard.
So in the first 6 months after you've bought the phone you should be fine, but after that, it will be problematic to say the least. Again, this is true for Germany, it might be a bit different in other EU countries.
There are any number of discussions on this topic on Reddit, Lenovo's Official Forums, here and other forums, and although some people seem to get around the Motorola/Lenovo statements, the vast majority don't, even in countries with laws to subjugate this practice. A little Googling will confirm that. Whatever Moto, and other manufacturers with similar policies are doing, in general they are not honoring warranties after bootloader unlocking.
The reality is a lot worse than the pretty picture the politicians give us about the laws that supposedly protect consumers.
22sumit said:
I had recently rooted my moto g5 plus and due to battery issues had to relock the bootloader before taking it to the service center.
After examining the device, the service center asked me if it was rooted earlier to which I replied Yes and then they told me that the device has void its warranty since the device was rooted.
Now that I had relocked the bootloader, can I not claim the device warranty now?
Please show me a direction here.
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Once you unlock the bootloader, your warranty is void. It doesn't matter if you relock it. Because you have to request an unlock code from Motorola, that big long agreement you have to accept when you request the code basically tells you that you're voiding your warranty the moment you click "accept", whether you actually use the code and unlock the bootloader or not. Just asking for the code is all it takes.
That's something you need to come to terms with if you're going to use custom ROMs, or root your device. I always wait a month or two to make sure my phone doesn't have any defects before I mess with ROMs, and I research devices before buying them to see what kind of issues they may be prone to in the first 12 months.
Sorry to be the bearer of bad news, bud.
Sent from my XT1687 using XDA Labs
from the unlock code page https://motorola-global-portal.custhelp.com/app/standalone/bootloader/unlock-your-device-b :
As used in this Legal Agreement and Warning, the term "Unlocked Device" means a Device for which an Unlock Code has been obtained, regardless of whether such Device's bootloader has actually been unlocked, relocked or whether such Device's software or operating system has been modified or whether it's original, unmodified software or operating system has been reloaded. In other words, once a Device's Unlock Code has been released by Motorola to User, the Device shall thereafter, for all intents and purposes, be deemed to be an Unlocked Device, irrespective of whether it was, in fact, unlocked or modified.
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(5) THE FOLLOWING APPLIES TO ALL UNLOCKED DEVICES EXCEPT FOR DEVELOPER EDITION DEVICES. BY OBTAINING THE UNLOCK CODE FOR THIS DEVICE, IRRESPECTIVE OF WHETHER THE DEVICE'S BOOTLOADER IS SUBSEQUENTLY UNLOCKED OR ITS SOFTWARE OR OPERATING SYSTEM IS MODIFIED, USER AGREES TO WAIVE AND VOID ALL WARRANTIES THAT MAY HAVE BEEN PROVIDED BY MOTOROLA, BOTH EXPRESS AND IMPLIED, INCLUDING ANY WRITTEN WARRANTY THAT ACCOMPANIED THE DEVICE AT THE TIME OF PURCHASE OR DELIVERY, AND AGREES THAT ANY RIGHTS OR REMEDIES PROVIDED BY SUCH A WARRANTY ARE NULL AND VOID. MOTOROLA MAKES NO WARRANTIES OF ANY KIND AND DISCLAIMS ALL WARRANTIES OF EVERY KIND, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE IN CONNECTION WITH AN UNLOCKED DEVICE. USER ACKNOWLEDGES AND AGREES THAT ALL SUCH WARRANTIES ARE HEREBY EXCLUDED AND THAT ALL UNLOCKED DEVICES ARE PROVIDED "AS IS," WITH NO WARRANTY OF ANY KIND
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I just got a used/refurb G5 Plus in the mail yesterday - it still has warranty thru 06/2018. ($145 from B&H, for the 4GB/64GB version!)
All right, time to "ROM it up!". Read unlock/root directions. get oem unlock data from fastboot, go to the motorola unlock code page:
I sat there, on the unlock code page for about 6 minutes, reading and re-reading that. I've decided not to unlock for now. It's not often that I have a phone under warranty (I've almost always had used phones, etc), so i think i will try to see how well I can get along with stock ROM for a change.
Thankfully, I see very little variance away from AOSP.
This will be a major challenge, for me, to see how long I can stay stock and unrooted. Hopefully, I can make it to the 8.0 OTA.
But, the point is - I read the stuff and took time to think and make an informed decision.
well... in my city, those service center guys are dumb, I mean really dumb;
I had some problem with my bootloader unlocked device, they just checked the bill and repaired the phone for free lol
siddhesh9146 said:
well... in my city, those service center guys are dumb, I mean really dumb;
I had some problem with my bootloader unlocked device, they just checked the bill and repaired the phone for free lol
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North America and Europe don't have "service centers"... We have to send them into corporate repair center to get fixed, there is no walk-in service, which requires an RMA be issued and we get stopped right there.
Honestly, your service center isn't helping... When they do repairs on a device like this, they later submit the repair to Moto/Lenovo for reimbursement and they don't get paid because the IMEI is flagged. Sure, you got your device fixed, but your neighbors paid for it, not Moto.
acejavelin said:
North America and Europe don't have "service centers"... We have to send them into corporate repair center to get fixed, there is no walk-in service, which requires an RMA be issued and we get stopped right there.
Honestly, your service center isn't helping... When they do repairs on a device like this, they later submit the repair to Moto/Lenovo for reimbursement and they don't get paid because the IMEI is flagged. Sure, you got your device fixed, but your neighbors paid for it, not Moto.
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wdym by neighbors? you mean those guys in service center took the loss by this ^above???